International Journal of Advanced Research in Management and Social Sciences
Year : 2016, Volume : 5, Issue : 8
First page : ( 99) Last page : ( 118)
Online ISSN : 2278-6236.

The effect of total quality management on performance in public enterprise

Ezugwu Bernardine Chinyere*, Agu Agu Okoro**

*University of Nigeria, Enugu campus

**Evangel University Okpoto, Abakaliki-Ebonyi State

Online published on 20 May, 2017.

Abstract

The study investigated the effect of Total Quality Management on the Performance of University of Nigeria Teaching Hospital Enugu (UNTH) and National Orthopedic Hospital Enugu. The specific objectives were to ascertain the extent to which leadership affect productivity, to determine the nature of the relationship between customer focus and customer satisfaction and to determine the effect of shared vision on effective service delivery. The research design adopted in the study was a survey research. The population size of 1210 out of which a sample size of 301 was realized using the Taro Yamene's formular at 5% error tolerance and 95% level of confidence. Instrument used for data collection was primarily questionnaire. A total number of 301 copies of questionnaires was distributed while 275 copies were returned. The descriptive research design was adopted for the study; three hypotheses were tested using Pearson's product moment correlation coefficient and linear regression statistic tools. The findings indicate that there is a positive relationship between leadership and productivity in organizations. Customer focus significantly affects customer satisfaction and that shared vision by all stakeholders has a significant positive effect on effective service delivery. The study concluded that Total Quality could be achieved if management is keen and workers motivated to achieve quality and satisfy the customers or patients for prosperity and business success. The study recommends that organizations should place “top management commitment to Total Quality Management” as the base or foundation.

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Keywords

Total Quality Management, organizational performance.

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